Our client, a leading provider of specialized insurance programs, is seeking a Senior Project Manager to lead a critical IT Service Management (ITSM) system implementation project. This role requires strong end-to-end project leadership, vendor coordination, and expertise in optimizing IT service processes to ensure successful adoption and business alignment.

QUALIFICATIONS:

• Bachelor’s degree in a technical discipline (e.g., Engineering, Computer Science) or equivalent experience.
• 5+ years of project management experience, with a proven track record in IT system implementations.
• Full lifecycle project management expertise.
• Vendor management experience.
• Proficiency in Agile and Waterfall methodologies.
• Exceptional communication skills and a customer service–oriented mindset.

• Project Leadership – Oversee the planning, execution, and delivery of an ITSM implementation (e.g., Freshworks) from inception to completion, ensuring scope, timeline, and budget adherence.
• Stakeholder & Vendor Collaboration – Partner with internal teams, executives, and external vendors to define requirements, manage expectations, and ensure seamless integration with existing systems.
• Process Optimization & Change Enablement – Streamline ITIL-based workflows, enhance service delivery processes, and drive adoption through training and communication initiatives.
• Risk & Compliance Oversight – Proactively identify risks, dependencies, and compliance needs, implementing mitigation strategies to ensure system stability and security.
• Performance Monitoring & Continuous Improvement – Establish KPIs, monitor system performance post-launch, and lead ongoing improvement efforts based on feedback and evolving business requirements.